Senior Director Service Readiness GoDaddy Gilbert

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Job Description:
GoDaddy is growing and hiring for a Senior Director of Service Readiness. This key role will lead the development of global strategies and tactics spanning over 3,000 customer care reps and 18M interactions annually to optimize our product success through our high touch/live contact channel. The role will add value to the business by optimizing of our Customer Care sales channel: growing top and bottom line revenues, ensuring we operate as efficiently and effectively as possible, while continuing to delight and make our customers successful.

This is a rare opportunity for the right kind of motivated professional who can see the opportunities present in the future, while moving rapidly to develop and implement. Imagine yourself leveraging GoDaddy’s healthy customer base of 12M growing customers, with our contact centers consistently achieving best-in-class Net Promoter Scores (NPS). The absence of ‘red-tape’, passion for our customers, combined with an energetic leadership team provides the Senior Director of Service Readiness the platform to make a significant and rapid contribution.

This Role Will Directly Lead a Team Consisting Of Key Operational Departments

Operational Readiness: This team builds the launch and ongoing performance plans for the service and support elements for GoDaddy’s product set. Working closely with Product Management, building and delivering the strategic and tactical plans and communications to ensure channel and customer success.
Quality and Excellence: A cross-functional team spanning from six-sigma process and contact optimizations to automated and live agent monitoring tools, seeking to drive better outcomes across the business
Tools and Systems: Ensures we have the successful rollouts and right roadmap to provide the technology to our reps to efficiently and effectively provide an amazing experience with every interaction
Process Engineering: Builds and refines our operational processes across the globe, ensures that customers receive a consistently great experience – regardless of where in the world they happen to be located

The right candidate for this job will have significant contact center experience, spanning both support and revenue generation/sales capacities. The right leader will also have experience in equipping reps to maximize every interaction, ideally through the combination of technology, call delivery, and processes to unlock the human potential to delight while driving positive revenue outcomes.

Do you have what it takes?
Proven leadership of diverse groups, with a track record of innovation and success
Demonstrable experience with product launches and partnership with product organizations, driving win-win results
Experience with contact center technologies and applications, from telephony/IVRs to CRM and beyond
Understanding of the global implications and approaches in contact sales/service environments
Effective communication, with ability to drive alignment with business partners you directly support
Ability to quickly evolve and deliver, learning while we go
Quantitative skills, ability to quickly interpret data and turn it into application and value
Lean/Six Sigma experience a strong plus

Here's What You Need
Bachelors in relevant field, MBA a plus
Minimum of 5 years of demonstrated leadership success in a similar capacity
Excellent verbal and written communication skills with equally good listening, team participation and excellence in execution skills
Experience with large scale, multi-national contact center operations
Must be a self-starter with the motivation to get it done
Strong analytical and organizational skills with an attention to detail
Lean/Six Sigma experience a plus
Knowledge and experience in the Small Business SaaS industry, understanding the drivers, challenges and nuances relevant to the industry, is a plus
Are you ready to GO with us?

When you GO with GoDaddy, you have the opportunity to be part of something special by making a meaningful difference in the lives of our customers. Their success is our success!

Here’s What We Look For
Passion to contribute to a truly exceptional customer experience, no matter your job title
Understanding that innovation and creativity is a part of what we do every day
Agility and action orientation – we move at the speed of tech
Understanding of the privilege and obligation of being part of a team

Here’s What We’ll Provide
A fun, dynamic and challenging work environment
Formal and informal opportunities and support for ongoing learning, growth and development
Team building activities and recognition
Competitive base plus bonus incentive
100% employer-paid medical, dental, and insurance coverage for all benefit-eligible GoDaddy employees
Flexible time off policies

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